Support

Most questions have an answer that is quicker to read than to ask for, so the answers come first. If yours is not here, the address to write to is at the bottom of this page.

My data is not syncing, or iCloud is off

Hourio keeps your shifts on the iPhone and, when iCloud is on, in your own private iCloud database. If iCloud is off or signed out, the app keeps working and your data stays on this device only. A banner says so, and nothing is sent anywhere else. Turn iCloud back on in the iPhone’s Settings, under your name and then iCloud, and Hourio picks the data up again. The Hourio settings screen shows the iCloud status and what to do next. There is no account with us, so signing in to iCloud on a new iPhone is how your data comes with you.

How do I restore a purchase?

Pro belongs to the Apple account that bought it. On a new iPhone, or after reinstalling, sign in with that Apple account and tap Restore purchases in the app’s settings. There is nothing to look up on our side and no password to reset. The pricing page lists what Pro includes.

How do I cancel or get a refund?

Both are Apple’s to do. Every purchase runs through the App Store, so the payment never reaches us and neither does the ability to return it.

• To cancel the yearly plan: on the iPhone, open Settings, tap your name, then Subscriptions, then Hourio. Pro stays on until the period you already paid for runs out. Your data is not locked afterwards: what you entered stays, and your overtime rules keep working. Pro-only actions, such as PDF export, close. Pro for life is a one-time purchase and has nothing to cancel.
• To ask for a refund: use Apple’s Report a Problem page, signed in with the Apple account that made the purchase. Apple decides it. We cannot issue a refund.

What happens to a shift that ends after midnight?

If you enter an end time that is earlier than the start time on the same day, Hourio reads it as the next day. A shift from 10:00 PM to 6:00 AM is eight hours. A shift belongs to the day it starts, so that night counts toward the day you began it, for the day total, the week and the pay period.

Why does overtime differ from my paycheck?

Hourio shows how it got every number, so you can compare it with your pay stub line by line. When the two differ, these are the usual reasons:

• A shift belongs to the day it starts. Payroll rules sometimes split a shift that crosses midnight at the day or week boundary. Hourio does not.
• No weighted-average rate. If you worked at different rates in one week, Hourio pays overtime hours at the rate of the shift they fall in. The FLSA weighted-average method is not supported.
• No seventh-consecutive-day rule. California’s rule for the seventh day in a row is not calculated.
• Weekly overtime is counted per job. Hours from two jobs are not added together, even when both are with one employer.

Rounding is the other common cause: totals are rounded to cents only when shown, and your employer may round differently. Calculations are estimates to help you check your pay. They are not legal, payroll or tax advice.

I travelled to another time zone. Did my shifts move?

No. A shift keeps the time zone it was entered in, and its day and week are worked out in that zone. After a flight your Monday shifts are still on Monday. Hourio stores shifts as absolute moments, so a daylight saving change does not shorten or stretch a shift either.

How do I export my hours?

CSV export is free. PDF timesheets are in Pro. In Export, choose a pay period or any date range, and one job or all of them, then send the file with the iPhone’s share sheet. The CSV always uses English column headers and a dot in numbers, whatever the language of your iPhone, so it opens the same way anywhere. The privacy page says where your data lives while you do this: on your device and in your private iCloud.

Writing to us

The address is hello@hourioapp.com. It is also on the imprint, and one person reads it.

Expect a reply in one to two business days. Four things in the message usually save an exchange:

• your iOS version and iPhone model;
• what you did, step by step;
• what happened, and what you expected;
• whether it happens every time or happened once.

Please do not send your payment details. We never need them.